FAQ

How does Camex work

Creating an account
All customers having registered at our web-site will be automatically assigned sales tax-free address in the United States and an unique number which will be reflected in customer's personal room.

Online shopping
While shopping online you should indicate newly assigned US address and your unique room number in the shipping address field at the retailer's online store. As soon as you receive shipping confirmation email from the seller the package will be sent to the destination.

Filling out parcel declaration
If you have ordered goods from an online shop you must provide information electronically on our web-site. To submit information you will need tracking code from the courier company and invoice that proves the value of the goods. You should enter the tracking code in our system and fill out other fields of the declaration form including name of the online shop, value of the goods, quantity of items inside packaging. If the shop does not send a tracking code, the package info can only be uploaded in our system and reflected in your personal room after it's delivered to our US warehouse. By tracking your parcel you can check its location before it enters the warehouse.

Declaration of package is necessary to provide fast and safe delivery of your shipment to the destination.

Note: all parcels without declaration and unpaid parcels will be held at the American warehouse unless the requested info is provided.

Customs Procedures

Any shipment delivered to the Russian Federation is subject to customs control, All information, which is uploaded on our system about your package, will be processed by customs officer and approved in case all data is correct. To ensure accurate customs compliance and timely delivery of your goods to the pick-up location, you should fill out all necessary information timely to reduce the risk of delays and penalties and speeding up the clearance process.

If the customs office detains the cargo due to "insufficient data", the customer should provide the missing information in 2 days fro, the moment he received the inormation from Camex.

Delivering parcels

After passing the customs procedures, the parcels will be prepared for delivery to the address you specify in the system.

How can I use Camex U.S. bank card

You should send the links of selected items to order@camex.ge. Our operators will calculate the total price and reply you within the same day. Please, visit our Vake Branch for completing the order. Please, do not make payment via your balance at your personal room, it can be used only for paying the shipping cost.

Some online shops are not secured. We will check out the safety of the retailer and inform you in case it doesn't seen trustworthy.

How is the package weight calculated

Shipping cost is based on volume versus actual weight of shipment. Dimensional weight reflects amount of space a package occupies in relation to its actual weight. If the dimensional weight exceeds the actual one, shipping cost will be calculated according to the dimensional weight. But if the actual weight exceeds the dimensional one, shipping cost will be calculated according to the actual weight.

What is dimensional weight and how is it calculated

The cost of the shipment may be affected by dimensional weight of the parcel in case it occupies more space in the aircraft, rather than the actual weight.

Use our calculator to determine the weight and shipping cost of your shipment.

What should we know while shopping online

You should always fill out all fields in shipping address while shopping online in order to make shippersprovide accurate and complete shipment information on the shipping label including name/family name, address, unique personal number. If the correct information is missing on the package label or it is incomplete, we will not be responsible for on-time delivery of the package to Russian Federation. The procedure may prolong for an unlimited period of time until company identifies the receiver/customer.

- Items made of glass or fine china(glasses/bottles/crystal, etc.) without special wrapping;

- Treasures, paintings, icons, antiques;

- Items which characteristics or packaging are dangerous for Contractor’s staff and dirty and damage other cargos and equipment;

- Other items and goods prohibited or limited for import to Russian Federation by law.

Please see the full list in the News section.

What are delivery procedures from online shop to our warehouse

Online shop sends the product to the shipping address indicated in the shipping field by the local mail couriers. Time of delivery depends on the origin, destination and shipping services. Packages are delivered within 1 to 7 days by local couriers. International shipping needs 1 or 2 weeks from Europe and up to 1 month from China. Delivery time may be prolonged by unexpected change of climate conditions or technical delays in shops or post offices.

We have no information about the package until it arrives in our US warehouse, therefore we accept no responsibility for it until it has been safely delivered to our warehouse. The information about your package will be uploaded in our system within 12-36 hours it enters our US warehouse and sent by the first available flight.

What we pay for local shipping

All online retailers use local postal services for internal shipping. Shipping rates are regulated under the terms and conditions signed between the retailer and the post office. In most cases local shipping cost varies within $4-7, but it may also be free. Local shipping is also regulated by discount promo codes or coupon free codes. Scheduled delivery time depends on origin, destination and shipping service you choose. You can view the detailed information on the store's web-site, please check FAQ or contact customer service.

How can I edit my personal information?

One you have registered at our web-site you agree to company terms and provisions. You should provide correct contact information to enable our company ensure efficient and fast delivery of your parcels.

If you wish to change your contact information, you should go to your personal room and click on "Edit Profile" button on top left side of the page.

Why it is necessary to fill in a package information in the personal room

All packages entering Russian Federation are subject to customs control. In order to avoid any delay, it is necessary to provide the accurate information about your purchase in your personal room (make declaration). The package declaration should be made immediately after it is delivered to the US warehouse. This will avoid any type of delay and uncertainty.

You may fill out relevant fields in your personal room as soon as the seller sends you a tracking code. This is called pre-declaration of the parcel. Accuracy and correctness of the data provides uninterrupted service to our customers.

The Customer may be registered only once, by indicating his/ehr ID number.

What should we know about customs clearance

Package(s) are subject to customs clearance in case
- Customs value exceeds 1000 USD or equivalent in rubles at the exchange rate of the central bank of the Russian Federation against the customer within one calendar month;
- Total weight of the package is above 31 kg.

An invoice from the seller should be enclosed to your package specifying the amount of your purchase.

If the customs value or weight exceeds the limits you should pay the customs fee - 30% from the invoice price or 4 euros as per 1 kg. In case both the invoice price and item weight exceed the limits, the customs duty will be paid by the highest index taking into account the both parameters - invoice price and parcel weight.

The bank statement from the customer's personal bank account (if required by the custom's officer)

Payment order and/or a copy of e-check or any document sent by the online shop/seller confirming your payment.

Any document required by the custom's officer

All requirements and deadlines for submitting the documents will be sent to your personal email.

Please, keep in mind that if you buy a product in other country than United States with a value over $200 and ship to the United States, it will be subject to customs clearance while entering the US.

How parcel delivery works?

Delivery of the packages to the customers will be made to a special points so called Pick-up points which addresses are stated here :

or courier will deliver the parcel to the address stated by the Customer. Clients will be notified with a voice notification by phone to confirm the delivery time and find out supplementary delivery information (admission system, drive number, floor, intercom, etc).

In case the customer cannot be reached by phone (the phone number is not available), the initial voice notification is set for the next day. If the customer cannot be reached in the following three (3) working days, the parcel will be returned to the pickup point. Free storage is provided for 14 (fourteen) days. If the customer updates his/her contact details in the system during this period, the notification procedure will be repeated. Otherwise, the parcel will be returned back to the United States.

Parcels will be passed to the registered customers only (Identity card or passport shall be provided), who is specified in the accompanying documents strictly. The customers should sign the delivery sheet or any other document with deciphering his/her last name, date and time of the receipt.

Refund Policy

All refund claims can be made either in writing, email, live chat or via telephone.If your shipment is delivered to our US warehouse and and has an authorized signature, but have not been uploaded in your personal room within 1 month, you can request refund. You must make your inquiry within 30 days of the mailing date. We do this by General Terms and Conditions of the Agreement.

It is possible that US warehouse receives damaged or incomplete or empty parcel. If the damage or loss is visible we will not accept the parcel and notify the customer about it.

In case of invisible or concealed damage or loss we are not accountable for such parcels. We are not responsible for the packages

if they are not packed properly by the seller

if they have been delivered to another US address by the post services

if the purchase is made at ebay, or any other auctions or a seller is an individual

if the item is pre-owned or refubrished

In case the package contains any kind of liquid, oil or belongs to fragile items, please contact our specialists before making the purchase.

We are not responsible if the delay, confiscation of the shipment is made by the customs service or any other state authorities due to the inner content of the shipment, and/or incorrectly declared documents or failure to pay the customs value by the customer.

In case of loss and/or damage of shipment by the company’s fault, we bear responsibility to refund it. The amount of remuneration will be determined by the value of products which is shown is the invoice but not exceeding the amount having declared by the customer in the declaration form.

We will not be accountable for the parcels that are not signed upon delivery by an authorized company representative.

Shipments which will not be picked up from our Tbilisi or regional offices within 14 (fourteen) days shall be considered as company's or state property.

What should we know about USPS

Most of the US online retailers use USPS shipping USPS postage rates offer low-cost mailing and shipping pricesfor domestic & international, however everyone should know that mail delivery errors occur in USPS operation. What should customers know about the USPS mail delivery? Parcels are not actually delivered to the destination on Saturday, but proof of delivery is signed electronically. Actual date of delivery is Monday. Therefore the tracking status "delivered” can be really confusing to customers.

If you have additional shipping optionsavailable please, always choose UPS or DHL. FedEx sometimes pay the USPS to deliver items to destination. Therefore your package may be delivered 1 or 2 days late.